Head of Operations Digital Transformation

The Head of Operations Digital Transformation is placed within our Operations division and is directly reporting to the Global Head of Operations Steering and Transformation. The role is an executive at the forefront of delivery new digital solutions for our customers, together with the various Lines of Business. This position involves developing and executing a comprehensive digital transformation strategy, as well as execution of this strategy through cross-functional collaboration.

Primary responsibilities include leading teams focused on delivery of robust customer solutions across Conversational AI, Telephony including omnichannel solutions, Claims Automation, and Quality tooling.

In this role the Head of Operations Digital Transformation also drives strategic focus initiatives on cross-AZ OEs within AZ SE H5 resort as major contributor to the transformation ambition of the Group.

• Cross-Functional Collaboration: Collaborate with various departments of Allianz Partners to ensure a seamless integration of digital solutions across the organization, supporting our Voice of the Customer and efficiency initiatives
• Innovation: Encourage a culture of innovation within the Operations department, fostering creative solutions and continuous improvement through digital instruments. In particular, ensure solutions development are scalable and repeatable across our global business, both geographically and across Lines of Business
• Strategy Development: Develop and implement a comprehensive digital transformation strategy for the Operations department in alignment with organizational targets of Allianz Partners, together with colleagues across Technology, Transformation and Lines of Business
• Solution delivery: Leverage available platforms to design solutions which support our organizational targets (e.g. voice of the customer), ensuring the team contribute to tribes and product teams as relevant
• Tool configuration: Drive responsibility for technical configuration within set parameters across specific platforms, ensuring alignment on target outcomes and standards
• Data Analytics: Utilize data analytics to gain insights into operational performance and in consequence identify areas for improvement and support data-driven decision-making.
• Governance and Assurance; Ensure that tools are developed in line with regulatory and internal Allianz Group guidelines on the use of AI, LLMs, and quality guidelines. Identify and reduce potential risks associated with digital transformation by implementing measures to safeguard operations.
• Change Management: Drive change management initiatives to facilitate the smooth adoption of digital technologies and processes within the Operations department.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) related to digital transformation, providing regular reports to the leadership of Allianz Partners.
• Risk Management:
• Budget Management: Manage the budget for digital transformation initiatives and ensure an optimal allocation of resources.
• Regulatory Compliance: Ensure that digital tools used in the Operations department comply with relevant industry regulations and standards.
• Process Development: Lead the design, development and continuous improvement of the Operations Digital Transformation division processes to ensure efficiency, productivity, and operational excellence.
• Team Leadership: Build and lead a high-performing team of operations professionals and foster a culture of innovation and excellence that improves AES (Allianz Engagement Survey) scores. Be an ambassador of AzP and role model our values while creating a high-performance culture and teams.

What you will bring

• Senior leadership experience in digital transformation within Operations, ideally in a complex, multinational or matrix organization
• Proven delivery of enterprise-scale digital solutions, particularly in areas such as Conversational AI, telephony/omnichannel platforms, automation, and quality tooling
• Strong strategic capability, with experience defining and executing digital transformation roadmaps aligned to business and customer (VoC) objectives
• Deep cross-functional collaboration skills, working effectively with Technology, Transformation, Product/Tribes, and multiple Lines of Business
• Solid understanding of data analytics and performance management, including KPI definition, monitoring, and data-driven decision making
• Governance, risk, and regulatory expertise, especially related to AI/LLMs, data usage, and enterprise compliance standards
• Change management leadership, with a track record of driving adoption of new tools, processes, and ways of working at scale
• People leadership excellence, including building high-performing global teams, fostering innovation, and role-modeling company values
• Financial and budget management experience, ensuring effective investment and value realization of transformation initiatives

What we offer
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey. We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

At Allianz we use some AI-assisted technology as part of our recruitment process to help match candidates to roles based on skills, experience, job title, and location. AI supports our recruiters by enhancing the efficiency and accuracy of candidate assessments and job recommendations, while all applications are reviewed by our recruitment team and final hiring decisions are made by humans.